Global Director IT Innovation

• Dec 2020 - Present

Director, Customer Experience

• Jan 2001 - Dec 2020

Teleplan International is one of the top suppliers of high-tech after-market services and provides total lifecycle care solutions for the world of Computers, Communications and Consumer Electronics. Specifically, they are a global provider of after-sales services for IT and telecommunications industries. I started out as a corporate Business Development Manager and in less than one year was recruited by the site General Manager for a lead role in transforming the site organization as Director of Customer Support. During my tenure, I retained a key account at risk and doubled the revenue of that account to $5m. In 4 years my focus was to evolve from a one customer, one product line business, to a multiple customer and product site and we did. The site income again doubled over that time to over $10m. After 4 years at Teleplan International I was selected by the President of the Business Unit to a new role in developing our worldwide business expansion efforts. I was key designer of a three region global customer program win worth over $12m and personally lead the site acquisition and integration in Hong Kong. During the next seven years I have lead the application development, network infrastructure, quality, engineering, program/project management, supply chain, financial/cost analyst, facilities/security, operations and logistics teams and was a key contributor to growing the site revenues over 3 times to $30m. Show less

Senior Director of Customer Services

• Jan 1997 - Jan 2000

A world leader in electronics and computing, broadband networks and new technologies for companies, NEC brings to mankind a real added value based on exchange and responsiveness. I was brought over to NEC Computers by the Executive Vice President of Operations to lead the customer services organization of over 150 people. I was challenged to create a new extended warranty program, UltraCare, and a complete portfolio of Professional Services both sold and supported through value added resellers and internal sales teams of over 200. I was proud to run a customer service organization that fully funded itself and in fact generated $2m in profit. Show less

Director of Support Services

• Jan 1995 - Jan 1997

I was handpicked by the VP of Customer Service to transfer from ZDS to help transform the customer service image though improvements in the customer service to end users and authorized servicers in 1995. It was here that I created an industry first electronic warranty claim and parts processing system that reduced $400k in labor costs and delivered more accurate on time delivery of parts and labor claim reimbursements. In fact all major retailers, Best Buy, Circuit City, etc. all validated the major leap in customer service. During this period I created the Priority One service contract program and accessory sales tie in to our call center and generated over $15m in annual sales, highest ever attained in their Show less

Director of Customer Support

• Jan 1979 - Jan 1995

I Started my career as an Electronic Technician and within 7 years was promoted to Regional Service Supervisor. In my 8th year, I was handpicked by the Owner and CEO to lead the service organization as the first National Service Manager. I was challenged to drive more standardized performance reporting and for all 110 North American centers and drive customer satisfaction to greater than 95%. I was very proud that we became the first US based on-site service provider for Apple products while leading the Heath/Zenith VAR business, generating over $3m in contract and parts sales in 1992. Upon transfer of ownership to Zenith Data Systems in 1994, I was chosen by the VP of Operations to lead the Business Management teams in customer service. It was here that I developed the Z-Care extended service programs and authorized service provider programs that generated over $10m in high margin revenue. I was selected by the VP of Customer Service to help re-design and manage the 150 seat call center in 1996 to initiate a culture change to accelerate improved customer satisfaction. Show less